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Technology Troubleshooting for Video Capture

  • Grinding noise while turning:

    1.) Something may be obstructing the robot as it tries to turn. Most commonly, this is the audio cable. Determine whether the audio cable can be reoriented. Please contact us if you need a longer audio cable.

    2.) Check that the audio cable is fully plugged into both the robot and the tablet. Often, it feels plugged in but can be pushed in a little bit further.

    Microphone/marker (remote) not working:

    1.) Check that the audio cable is plugged in all the way to both the tablet and the robot.

    2.) Check that the marker is charged (see charging below).

    3.) The marker and the robot may not be paired correctly. Please check to see if you have two green lights on the top of the Swivl when all devices are turned on.

    4.) Check that the tablet’s Bluetooth is connected to the robot. Go to tablet settings. Tap on “Bluetooth”. Here you should see that the Swivl is “paired”. Tap Swivl if it is not. If you do not see the Swivl, turn the both the tablet Bluetooth and the Robot power off and back on.

    Other sound issues:

    1.)  Check that the audio cable is fully plugged into both the robot and the tablet. Often, it feels plugged in but can be pushed in a little bit further.

    2.) If you are using the marker and its microphone, check to be sure the microphone volume is sufficiently high. There is a microphone icon on the “capture” screen of the app.  Tap this to adjust the volume.

    3.) The marker and base may not be paired correctly. Please check to see if you have two green lights on top of the Swivl when all devices are turned on.

    4.) There could be interference from the wifi networks that switches on the tablet’s internal microphone.  Unfortunately, if this is the case, you have to set the tablet to “airplane” mode while you record. Turn off “airplane” mode to upload the video.

    5.) The audio cable could be defective. Contact us so we can send you a new cable.

    Video not showing up in Swivl library:

    1.) Go to the tablet settings. Select “users”. If there is another user listed (not “guest”), switch to that user. Return to the Swivl app and see if your video appears under this user.

    2.) Look in the tablet’s camera to see if the video recorded with the tablet’s camera rather than the app.

  • Checking battery life:

    From the top of the homescreen, swipe down, and swipe down a second time. You will be able to see how much battery life is left (as a percent).

    App has disappeared:

    Go to the tablet settings. Select “users”. If there is another user listed (not “guest”), switch to that user and see if the app reappears.

  • Slow upload of video:

    In the app settings, check the video size setting. It should be set to SD. If it is set to HD, uploading will take much longer.

    Uploading stops before completed:

    1.) In the app settings, check the video size setting. It should be set to SD. If it is set to HD, uploading will take much longer and may be interrupted.

    2.) In the tablet settings, under the display menu, change the sleep setting to 10-minutes or 30-minutes. If the tablet goes to sleep, the wi-fi connection may be lost and uploading interrupted.

    3.) Check to see if your tablet has dropped its wifi connection.

  • Charging the robot and marker (remote):

    Be sure the power cord is COMPLETELY plugged in. When the marker is charging, you will see a flashing red light. When the robot is charging, you will see a flashing green light. When both devices are fully charged, you will see a solid green light.

    Robot turns and faces the wrong direction:

    Something has obstructed the “line of sight” between the marker and the robot. As a result, the robot turns to look for the Bluetooth signal. It finds the signal as a reflection off of a surface (such as a whiteboard or a laminated poster).